Engage Voice
Modifying reserved agent callbacks via the Leads search

Once you’ve generated a list of leads via your search results in the Leads search, you can reserve or unreserve an agent for the selected leads. 
When you reserve an agent for a lead, it just means you’d like the system to only allow that specific agent to contact the lead in question. When you ‘unreserve’ an agent for a lead, it means that lead already had an agent assigned to them and you’re removing the agent from that assignment, leaving that lead with no assigned agent. 
An agent can be reserved for a lead in more than one way (via API, or during an agent disposition, for example). In this article, we’ll discuss how to perform this action via the Leads search. 
To reserve or unreserve leads for an agent, take the following steps:
1. Navigate to Dialing > Leads via the left nav bar
2. Use the search filters to find your lead(s). If you wish to modify a single lead’s reserved agent callback preference, click into that lead’s Detail profile
3. Select the Reserve/Unreserve for Agent option from the Select Next Action dropdown list
4. Click the Begin button to reach the Agent Reservation configuration modal window
5. Select the action you wish to take from the Action dropdown menu
6. If you chose Set Reservation for Specific Agent, you can use the Agent Reservation dropdown to choose the agent you wish to handle the scheduled lead
7. Click the Set/Clear reservation button at bottom right to save your changes and exit the modal window
Once you’ve reached the Agent Reservation modal window, you’ll see the settings mentioned in the steps above. Let’s take a closer look at each of those settings now.
  • Action: This setting allows you to choose the type of agent reservation action you wish to take for the selected lead(s). Options include the following: 
    • Set Reservation for Specific Agent: Select this option if you’d like to choose an agent to reserve for the selected lead(s)
    • Clear Agent Reservations: Select this option to remove any existing reserved agents for all selected leads
  • Agent Reservation: If you chose the Set Reservation for Specific Agent option, you’ll see this field appear. Use it to select the agent you wish to reserve for the selected lead(s)
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